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Taxi Services Commission Annual Report 2013-2014 PDF, 4.6 MB 2013/14 ANNUAL TAXISERVICESCOMMISSION REPORT In 2013/14 the Taxi Services Commission worked to pursue and promote major and enduring improvements to the provision and accessibility of services, competition, innovation and safety in the Victorian taxi and hire car industry. Published by Taxi Services Commission, 80 Collins Street, Melbourne VIC 3000. © Taxi Services Commission 2014 This publication is copyright. No part may be reproduced by any process except in accordance with the Provisions of the Copyright Act 1968. Authorised by Taxi Services Commission, 80 Collins Street, Melbourne VIC 3000. ISSN 2204-0382 (Print) ISSN 2204-0390 (PDF) Print managed by Finsbury Green, Level 9, 124 Exhibition Street, Melbourne VIC 3000. This document is available in an accessible format at www.taxi.vic.gov.au. Printed on environmentally friendly paper. The Hon. Terry Mulder MP Minister for Public Transport 1 Spring Street Melbourne VIC 3000 Dear Minister Annual Report 2013/14 In accordance with the Financial Management Act 1994, I am pleased to present the Taxi Services Commission’s Annual Report for the year ending 30 June 2014. Graeme Samuel AC Chair Taxi Services Commission 5 September 2014 ABBREVIATIONS 4WD Four-wheel drive (vehicle) FTE Full Time Equivalent AAS Australian Accounting Standards GMTLR Greater Melbourne Taxi Licence Release AASB Australian Accounting GPS Global Positioning System Standards Board GST Goods and Service Tax ACCC Australian Competition and HR Human Resources Consumer Commission IBAC Independent Broad-based CALD Culturally and Linguistically Diverse Anti-corruption Commission CBS Central Booking System ISO International Organisation CEDA Committee for Economic for Standardisation Development of Australia MPTP Multi Purpose Taxi Program CEO Chief Executive Officer NDIS National Disability Insurance Scheme CLC Community Legal Centre OH&S Occupational Health and Safety CPSU Community and Public Sector Union PBBS Performance Based Booking System Cth Commonwealth PTV Public Transport Victoria DTF Department of Treasury and Finance RIS Regulatory Impact Statement DPTAC Disabled Persons Taxi Advisory Committee RTO Registered Training Organisation DTPLI Department of Transport, Planning and RTW Return To Work Local Infrastructure SRG Stakeholder Reference Group EO Executive Officer TSC Taxi Services Commission EOI Expression of Interest VAGO Victorian Auditor-General’s Office ERC Executive Remuneration Committee VIPP Victorian Industry Participation Policy ESC Essential Services Commission VPS Victorian Public Sector FMA Financial Management Act 1994 VTD Victorian Taxi Directorate FOI Freedom of Information WAT Wheelchair Accessible Taxi FRD Financial Reporting Direction Changes in terminology from 1 July 2014 Terminology to 30 June 2014 Terminology from 1 July 2014 Operators Permit holders Network Service Providers Taxi Booking Services 2 TAXISERVICESCOMMISSION ANNUAL REPORT 2013/14 CONTENTS ABBREVIATIONS 2 FINANCIAL STATEMENTS 47 COMMISSIONERS’ SUMMARY 4 ATTESTATIONS FOR RISK AND INSURANCE COMPLIANCE 101 CEO’S SUMMARY 5 APPENDICES 102 ACHIEVEMENTS 6 Appendix 1 – Disclosure index 102 ABOUT THE TAXI SERVICES COMMISSION 8 Appendix 2 – Output Performance Measures 105 Objectives 8 Appendix 3 – Consultancies, major contracts Functions 8 and government advertising 107 Values 9 Appendix 4 – Summary of reform Reform 9 recommendations 109 PROGRESS AGAINST REFORMS 11 Appendix 5 – Compliance statements 111 Appendix 6 – Environmental performance report 114 YEAR IN REVIEW 15 Performance against objectives 15 Organisational restructure 19 Financial summary and review 20 Grants programs 22 PERFORMANCE OF THE INDUSTRY 26 GOVERNANCE AND ORGANISATIONAL STRUCTURE 33 Organisation structure 33 Commissioners 34 Executive 35 Committees and stakeholder groups 36 Divisions of the TSC 38 OUR PEOPLE 40 Public administration values and employment principles 40 Workforce strategy 40 Occupational health and safety (OH&S) 42 Comparative workforce data 45 TAXISERVICESCOMMISSION ANNUAL REPORT 2013/14 3 As Commissioners of this independent statutory authority, our role COMMISSIONERS’ is to support the CEO in the day-to-day running of the TSC, while being responsible for implementing the government-endorsed SUMMARY reform agenda. This combined effort has seen a tremendous amount of work undertaken in just one year. Our focus has been to establish the foundation reforms that will ensure that the entire reform program is embedded and enduring. In 2013, the These reforms represent some of the biggest changes to the industry in recent years and will enable improved conditions for Taxi Services drivers, business innovation and a greater focus on service delivery Commission (TSC) throughout the industry. commenced a For passengers, these reforms will address issues such as rising numbers of complaints, a lack of driver knowledge, poor availability new phase as the and standard of wheelchair accessible services, fare structures that encourage unwanted behaviours such as short fare refusal, the regulator of the surcharge for credit card transactions, previously restrictive options for vehicles operating as hire cars and the absence of clear and Victorian taxi and accessible information. hire car industry. Change can be challenging and we are committed to ongoing consultation with both the community and industry. Next year we will continue the reform program, focusing on accessible services, in-cab safety and focusing the culture of the industry on providing high quality services. All of this will allow the industry to develop and grow by simplifying the regulatory framework, lifting standards, increasing safety, improving driver knowledge and offering more choice to the community. Graeme Samuel AC Chair Douglas Shirrefs Commissioner Merran Kelsall Commissioner 4 TAXISERVICESCOMMISSION ANNUAL REPORT 2013/14 In its first year of operation, the TSC has worked closely CEO’S with industry participants to make positive changes and enable SUMMARY the industry to improve services for the community. The transition to the TSC and shift to the new corporate structure has gone exceptionally well. It has been a challenging year and I appreciate how well changes have been embraced. The TSC has continued to service the industry and undertake regulatory activities, This is an exciting while also implementing the government-endorsed reform agenda. More than 70 of the reform recommendations have been implemented time to be part in the first 12 months of a five-year program. of the Victorian As we look back on the last year, I am impressed with what we taxi and hire have achieved and am confident in our ability to build on this in years to come. I would like to thank our employees for the invaluable car industry. contributions that they have made this year – the delivery of TSC’s objectives has only been made possible through the commitment, expertise and enthusiasm of our employees. Marnie Williams CEO TAXISERVICESCOMMISSION ANNUAL REPORT 2013/14 5 ACHIEVEMENTS IMPLEMENTED EMPOWERING TAXI LICENCES MADE AVAILABLE PASSENGERS THROUGH 17,226 THE INTRODUCTION OF ‘AS OF RIGHT’ TAXI AND THE PUBLIC REGISTER OF AT A SET ANNUAL PRICE HIRE VEHICLE INDUSTRY PARTICIPANTS INSPECTIONS; 5,863 NOTICES ISSUED REMOVED BARRIERS OF THE GOVERNMENT- TO INDUSTRY ENTRY SUPPORTED THE INTRODUCED ENDORSED REFORMS FOR HIRE CARS ESC IN THE DELIVERY OF A NEW FARE STRUCTURE ADVERTISING DEVELOPED AND AND FARE DETERMINATION ON TAXIS AND CHANGES IMPLEMENTED A TO TAXI LIVERY NEW FOUR-TIER ANNUAL CUSTOMER SATISFACTION SYSTEM OF ZONES INTRODUCED THE MONITOR RESULT DEVELOPED AND KNOWLEDGE TEST IMPLEMENTED TSC ESTABLISHED THE NEW, FAIRER AS NEW INDUSTRY DRIVER AGREEMENT REGULATOR 125,179 DEVELOPED PRICE NOTIFICATION CALLS TAKEN AT SYSTEM FOR COUNTRY AND AWARDED THE CALL CENTRE REGIONAL TAXI FARES CUT THE SURCHARGE $760,000 10% FOR ELECTRONIC IN GRANTS FOR TAXI PAYMENTS 3,416 92,600 16,182 RANK SAFETY INITIATIVES, IN TAXIS FROM 10% COMPLAINTS ACTIVE MPTP NEW MPTP WAT PROGRAMS AND 5% TO A MAXIMUM OF 5% ASSESSED MEMBERS MEMBERS COMMUNITY LEGAL CENTRES 6 TAXISERVICESCOMMISSION ANNUAL REPORT 2013/14 IMPLEMENTED EMPOWERING TAXI LICENCES MADE AVAILABLE PASSENGERS THROUGH 17,226 THE INTRODUCTION OF ‘AS OF RIGHT’ TAXI AND THE PUBLIC REGISTER OF AT A SET ANNUAL PRICE HIRE VEHICLE INDUSTRY PARTICIPANTS INSPECTIONS; 5,863 NOTICES ISSUED REMOVED BARRIERS OF THE GOVERNMENT- TO INDUSTRY ENTRY SUPPORTED THE INTRODUCED ENDORSED REFORMS FOR HIRE CARS ESC IN THE DELIVERY OF A NEW FARE STRUCTURE ADVERTISING DEVELOPED AND AND FARE DETERMINATION ON TAXIS AND CHANGES IMPLEMENTED A TO TAXI LIVERY NEW FOUR-TIER ANNUAL CUSTOMER SATISFACTION SYSTEM OF ZONES INTRODUCED THE MONITOR RESULT DEVELOPED AND KNOWLEDGE TEST IMPLEMENTED TSC ESTABLISHED THE NEW, FAIRER AS NEW INDUSTRY DRIVER AGREEMENT REGULATOR 125,179 DEVELOPED PRICE NOTIFICATION CALLS TAKEN AT SYSTEM FOR COUNTRY AND AWARDED THE CALL CENTRE REGIONAL TAXI FARES CUT THE SURCHARGE $760,000 10% FOR ELECTRONIC IN GRANTS FOR TAXI PAYMENTS 3,416 92,600 16,182 RANK SAFETY INITIATIVES, IN TAXIS FROM 10% COMPLAINTS ACTIVE MPTP NEW MPTP WAT PROGRAMS AND 5% TO A MAXIMUM OF 5% ASSESSED MEMBERS MEMBERS COMMUNITY LEGAL CENTRES TAXISERVICESCOMMISSION ANNUAL REPORT 2013/14 7 The Taxi Services Commission OBJECTIVES ABOUT THE TAXI (TSC) also provides accreditation The TSC has been tasked and compliance services for bus with regulating the taxi and hire SERVICES drivers and driving instructors. car industry and implementing COMMISSION The TSC was initially created in the government-endorsed July 2011
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